Epson scanner stopped working

[junttanhenry]

I have an Epson ES-500W that Adobe has stopped working with.  I recently had to have my username recreated in Windows 10 due to some O365 security problem.  Since then Adobe will no longer scan directly from the scanner.  It says I need to enter page dimensions but will not allow me to do so.  I have tried uninstall/reinstall of both scanner drivers and Acrobat Pro DC.    I am still able to scan through WIA but this requires using the Epson software and makes the process much more complicated.   Used to be one click now its several.... very frustrating.  

[ls_rbls]

Can you please share the model of your printer, and version of Acrobat Pro DC that you have?

Are both of your Windows 10 and Office 365 part of an recent upgrade, or, is this just a new computer that you've been using for a while now?

[junttanhenry]

Its a stand alone scanner, Epson ES-500W. Adobe Acrobat Pro DC and its a subscription base so its most up to date version.

As for the recreated user account it is on the same computer.  There was an issue with O365 programs not allowing me to login due to a "Trusted platform module malfunction"  

[AkanchhaS]

Hey Junttanhenry,

Sorry to hear about the frustrating experience.

Adobe has stopped working with. I recently had to have my username recreated in Windows 10 due to some O365 security problem.

As shared above, Adobe Acrobat has stopped working with the Epson  scanner ever since you have recreated Username in Windows 10.

If you have already tried uninstallin and reinstalling the app, updated driver and it still doesn't get back on track. Then, I assume there's something went wrong during Userprofile recreation, as it could be permission issue. 

Would you mind creating a "User Account" with full admin rights. Run the application in new user account and check back.

Thanks,

Akanchha

[junttanhenry]

Hi Akanchha,

I just tried to scan under the administrator username on my computer and it worked like it should. All I had to do was click scan. 

Thanks